Excerpt

This NICE guidance developed by the National Collaborating Centre for Mental Health is the first of its kind to assess the evidence for improving service users' experience of health services.

A number of government initiatives have highlighted the importance of taking account of service users' views and experience of UK healthcare services to improve the quality of their care, but more remains to be done. This is particularly the case for users of mental health services, many of whom have high levels of contact with services, can experience stigma and can be detained under the Mental Health Act. With almost a quarter of adults in England having a diagnosis of a mental health problem, improving their experience of care is of paramount importance.

The guidance examines the evidence for improving experience of mental health services in seven main areas: access to community care, assessment (non-acute), community care, assessment and referral in crisis, hospital care, discharge and transfer of care and detention under the Mental Health Act. The guidance also sets out the methods that were developed for this unique review, which will enable future developers to build on this work.

Contents

• GUIDANCE DEVELOPMENT GROUP MEMBERS
• 1. PREFACE
  • 1.1. NATIONAL GUIDANCE
  • 1.2. THE NATIONAL SERVICE USER EXPERIENCE IN ADULT MENTAL HEALTH GUIDANCE
• 2. INTRODUCTION TO SERVICE USER EXPERIENCE IN ADULT MENTAL HEALTH
  • 2.1. WHY SERVICE USER EXPERIENCE IS IMPORTANT
  • 2.2. WHY SERVICE USER EXPERIENCE IS ESPECIALLY IMPORTANT IN MENTAL HEALTH
  • 2.3. WORK THAT HAS BEEN DONE SO FAR
  • 2.4. NICE GUIDANCE ON SERVICE USER EXPERIENCE AND THE QUALITY STANDARD
  • 2.5. A FRAMEWORK FOR PERSON-CENTRED CARE
• 3. METHOD USED TO DEVELOP THIS GUIDANCE
  • 3.1. OVERVIEW
  • 3.2. THE SCOPE
  • 3.3. THE GUIDANCE DEVELOPMENT GROUP
  • 3.4. MATRIX OF SERVICE USER EXPERIENCE
  • 3.5. REVIEW PROTOCOL
  • 3.6. LITERATURE REVIEW
  • 3.7. KEY REQUIREMENTS FOR HIGH-QUALITY SERVICE USER EXPERIENCE
  • 3.8. FORMING THE RECOMMENDATIONS
  • 3.9. STAKEHOLDER CONTRIBUTIONS
  • 3.10. VALIDATION OF THE GUIDANCE
• 4. REVIEW PROTOCOL AND SOURCES OF EVIDENCE FOR THE REVIEW OF KEY PROBLEMS ASSOCIATED WITH THE EXPERIENCE OF CARE
  • 4.1. INTRODUCTION
  • 4.2. REVIEW PROTOCOL (KEY PROBLEMS)
  • 4.3. SOURCE OF EVIDENCE (KEY PROBLEMS)
• 5. ACCESS TO COMMUNITY CARE
  • 5.1. INTRODUCTION
  • 5.2. KEY PROBLEMS REGARDING ACCESS
  • 5.3. KEY REQUIREMENTS FOR HIGH-QUALITY SERVICE USER EXPERIENCE
  • 5.4. FROM EVIDENCE TO RECOMMENDATIONS
  • 5.5. RECOMMENDATIONS
• 6. ASSESSMENT (NON-ACUTE)
  • 6.1. INTRODUCTION
  • 6.2. KEY PROBLEMS REGARDING ASSESSMENT
  • 6.3. KEY REQUIREMENTS FOR HIGH-QUALITY SERVICE USER EXPERIENCE
  • 6.4. FROM EVIDENCE TO RECOMMENDATIONS
  • 6.5. RECOMMENDATIONS
• 7. COMMUNITY CARE
  • 7.1. INTRODUCTION
  • 7.2. KEY PROBLEMS REGARDING COMMUNITY CARE
  • 7.3. KEY REQUIREMENTS FOR HIGH-QUALITY SERVICE USER EXPERIENCE
  • 7.4. FROM EVIDENCE TO RECOMMENDATIONS
  • 7.5. RECOMMENDATIONS
• 8. ASSESSMENT AND REFERRAL IN CRISIS (NOT UNDER THE MENTAL HEALTH ACT)
  • 8.1. INTRODUCTION
  • 8.2. KEY PROBLEMS REGARDING ASSESSMENT AND REFERRAL IN CRISIS
  • 8.3. KEY REQUIREMENTS FOR HIGH-QUALITY SERVICE USER EXPERIENCE
  • 8.4. FROM EVIDENCE TO RECOMMENDATIONS
  • 8.5. RECOMMENDATIONS
• 9. HOSPITAL CARE
  • 9.1. INTRODUCTION
  • 9.2. KEY PROBLEMS REGARDING HOSPITAL CARE
  • 9.3. KEY REQUIREMENTS FOR HIGH-QUALITY SERVICE USER EXPERIENCE
  • 9.4. FROM EVIDENCE TO RECOMMENDATIONS
  • 9.5. RECOMMENDATIONS
• 10. DISCHARGE AND TRANSFER OF CARE
  • 10.1. INTRODUCTION
  • 10.2. KEY PROBLEMS REGARDING DISCHARGE AND TRANSFER OF CARE
  • 10.3. KEY REQUIREMENTS FOR HIGH-QUALITY SERVICE USER EXPERIENCE
  • 10.4. FROM EVIDENCE TO RECOMMENDATIONS
  • 10.5. RECOMMENDATIONS
• 11. DETENTION UNDER THE MENTAL HEALTH ACT
  • 11.1. INTRODUCTION
  • 11.2. KEY PROBLEMS REGARDING DETENTION UNDER THE MENTAL HEALTH ACT
  • 11.3. KEY REQUIREMENTS FOR HIGH-QUALITY SERVICE USER EXPERIENCE
  • 11.4. FROM EVIDENCE TO RECOMMENDATIONS
  • 11.5. RECOMMENDATIONS
• 12. INTERVENTIONS TO IMPROVE SERVICE USER EXPERIENCE
  • 12.1. INTRODUCTION
  • 12.2. EVIDENCE REVIEWED – MENTAL HEALTH
  • 12.3. EVIDENCE REVIEWED – NON-MENTAL HEALTH
  • 12.4. FROM EVIDENCE TO RECOMMENDATIONS
  • 12.5. RECOMMENDATIONS
• 13. SUMMARY OF RECOMMENDATIONS
  • QUALITY STATEMENTS
  • GUIDANCE
• APPENDICES
  • APPENDIX 1. SCOPE FOR THE DEVELOPMENT OF THE GUIDANCE
  • APPENDIX 2. DECLARATIONS OF INTERESTS BY GDG MEMBERS
  • APPENDIX 3. SPECIAL ADVISORS TO THE GUIDANCE DEVELOPMENT GROUP
  • APPENDIX 4. STAKEHOLDERS WHO SUBMITTED COMMENTS IN RESPONSE TO THE CONSULTATION DRAFT OF THE GUIDANCE
  • APPENDIX 5. REVIEW PROTOCOLS
  • APPENDIX 6. MATRIX OF SERVICE USER EXPERIENCE
  • APPENDIX 7. SEARCH STRATEGIES FOR THE IDENTIFICATION OF STUDIES (INTERVENTIONS REVIEW)
  • APPENDIX 8. INCLUDED STUDY CHARACTERISTICS TABLES
  • APPENDIX 9. METHODOLOGY CHECKLISTS (INTERVENTIONS REVIEW)
  • APPENDIX 10. LIST OF EXCLUDED STUDIES (INTERVENTIONS REVIEW)
  • Appendix 11. Survey results
  • APPENDIX 12. KEY PROBLEMS – QUALITATIVE REVIEW MATRIX FOR EACH GUIDELINE
  • APPENDIX 13. KEY PROBLEMS – QUALITATIVE ANALYSES MATRIX FOR EACH GUIDELINE AND HEALTHTALKONLINE
  • APPENDIX 14. HIGH PRIORITY RESEARCH RECOMMENDATIONS
• REFERENCES
• ABBREVIATIONS

The views presented in this book do not necessarily reflect those of the British Psychological Society, and the publishers are not responsible for any error of omission or fact. The British Psychological Society is a registered charity (no. 229642).